inContact Software Now Includes Verint’s Speech Analytics

Contact center software provider inContact has partnered with Verint and has added speech analytics to its Analytics-Driven Quality (ADQ) platform.

inContact’s ADQ will be available to customers as part of the inContact Workforce Optimization (WFO) Suite Powered by Verint. ADQ offers voice of the customer intelligence, enabling contact center leaders to analyze larger amounts of audio call data in more efficient ways, and make more informed decisions on products, services, and processes. Sophisticated speech analytics detects customer emotion through linguistic and acoustic analysis and proactively alerts supervisors to the most pressing interactions. Targeted monitoring empowers supervisors to prioritize strategic call categories or campaigns, with relevant audio content automatically routed to their inbox for deeper analysis.       

“Delivering speech analytics capabilities through a true cloud solution is really a game-changer for the market because it makes these sophisticated tools more accessible and affordable to contact centers of all sizes," said Paul Jarman, inContact CEO, in a statement. "Customers no longer need to purchase expensive hardware or hire specialized staff to manage their speech analytics engine, because it's all there in the cloud. It's a new level of operational insight at a fraction of the cost."